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Complaint Details
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Initial Complaint
04/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Another victim of Georgia Natural Gas fixed rate expiration scam. We have been on a 24 month fix rate agreement in the amount of $0.729 per Therm since we moved into our new home on February 15, 2022. Not knowing the contract actually was expiring in December, and not February, our rate was raised by almost 4x our agreed upon rate to $2.059 on January's bill, and $2.099 on February and March's bills. We were never notified of the rate change, and with paperless billing, didn't realize what was going on until now. Now we have been over charged by approximately $1,500 the last three months. I called customer service with no positive experiences. I said I would commit to the longest contract available if they could fix the billing issue, but that didn't matter. ******** service provider was rude and could care less about helping our family out. I even said I would switch to another provider, and was told GNG doesn't care and being a customer for over 30 years doesn't mean anything to them. I can't imagine that I'm the only one that has been a victim of this scam and a better effort needs to be made in notifying customers of price changes, as well as expirations. In addition, increasing the rate by 4x is unnecessary, unethical, and borderline criminal. I couldn't imagine being on a fixed income and being hit with $1,500 in additional charges you weren't prepared to pay. I guess the old saying of "Buyer Beware" is true with Georgia Natural Gas and their Fixed Price Scam. Most other companies rollover expired service contracts to the generally agreed upon terms of the previous agreement. Unless GNG can correct the situation, my plan is to change to either Scana or Gas South next month and hopefully be their happy customer for 30 more years.
Business response
04/22/2024
We have contacted the customer and addressed their concerns. We consider this case closed.Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Georgia Natural Gas is wrongfully charging me. The bill is theft. Its 4 times what it should be and they are down right stealing from me and other customers who are probably in the same situation. I tried contacting customer service but they just laughed and said too bad. I have been a loyal customer for years and they are taking advantage of me and probably many others. I am beyond angry. There has been 0 communication from them and they refuse to admit they messed up and fix things.Business response
04/22/2024
Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.Initial Complaint
04/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received the bill from GNG on 4/3/24. The bill was increased $138.46 from the last billing cycle. I called and was told that our flat rate had expired and this was the amount of increase for the new bill. We explained that we weren't advised of any increase and they said it was in the bill. We've never received a bill as we have the amount directly taken out automatic debit. We have been a customer with ********************** for over 10 years and have never had this issue. Looking at the complaints on here, this seems to be a common occurrence that happened in March 2024. I think this is deceptive practice and advised them of same. The supervisor just stayed quiet and said there was nothing she could do as the consumption has changed. All this is at the word of them who seems like they are doing this in an attempt to get more money per account. We will be changing our provider and also putting in a complaint with the governing company over GNG.Business response
04/10/2024
We reached out to customer and discussed their concerns,and we consider this case closed.Initial Complaint
03/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
March 16, 2024 I receive a bill for February 2024 for $329.10. I could not beieve it since all my utilities are $400 a month. I called Georgia Natural Gas on February 4 and signed for a program where my bill was suppose to $115.24 March 2024 until March 2025. Imagine mu surprise went I went to pay my bill. It was #***.77. What happen to the budget deal that I agrre to February 4, 2024 to pay $115.24. I cannot afford to pay another $300 gas bill when I thought I had taken care the situation. I am a Good customer always pay my bil on time.Business response
03/22/2024
Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.Customer response
03/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
03/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
GNG is attempting to extort me for payment. They have threatened me with sending this debt to collections, which is an adverse action and an invasion of privacy. They threatened to interrupt my services, even though there is currently a freeze warning in *******. I recently requested that my account be credited with the cheapest fixed rate (from March 2023 to March 2024) & that all late fees be credited (from September 2022 to March 2024). I am a single mom of 3 & during this time I was occupied with dealing with my primary residence being in foreclosure & searching for employment. I was let go in September 2022 & I am still actively searching for work to no avail. The rate they automatically assigned to me is the same rate as commercial *************** account is for residential purposes only. It is currently 4-5x more than the current fixed rate. I am only trying to survive and GNG is affecting my natural rights as a natural person. I need heat and the ability to eat. Please note that I have only been on fixed rate plans since becoming a customer in December 2017. This past year I have been overwhelmed with life in general. I have attempted to resolve this directly with GNG to no avail. I recently found out that ******************** ************ that owns Georgia Natural Gas) has shares sold on the stock market. This is a deceptive practice, no where on my bill does it show a line item for profit. Am I *********** shares since I am a paying customer contributing to their profit growth? How is a company extorting me for payment, threatening to harm the livelihood of myself and my dependents physically, financially, and mentally; legal? This situation is causing mental and physical anguish, affecting my ability to focus on my job ****, and provide stability for my dependents. I do not have the means to pay for natural gas at the rate they applied, even on a payment plan. I am seeking assistance with enforcing my rights and resolving this matter swiftly.Business response
03/26/2024
We have contacted the customer by email and have addressed their concerns. We consider this matter resolved.Customer response
03/26/2024
Complaint: 21448885
I am rejecting this response because:
GNG has failed to follow up with my most recent email.
Sincerely,
***********************Business response
04/10/2024
We have contacted the customer by email and have addressed their concerns. We consider this matter resolved.Initial Complaint
03/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The company failed to send any notification (not mail or email) that my fixed price plan had expired and automatically put me on the variable plan which is 4x more expensive. After I received a bill for 270 dollars on 2/7/2024 that is when I noticed the change and lack of communication. I immediately changed the plan to a fixed price plan and was told by the company that effective February 1st my bill would be on the new plan. However, on 3/8/2024 another high bill was received for the period between 1/26/2024 to 2/27/2024 and I was being charged at the old rate. I called GNG and they claim that they are not capable of prorating a plan. They then lied and said they cannot "send someone" to read the meter. I know this is a lie because I work for the same parent company. We don't send metermen to read meters, we read them digitally. Hence, GNG is engaging is deceptive billing practices by both failing to abide by the agreement - should of been charging at fixed price plan starting on 2/1/2024 - and lying about reading the meter. They also purposely are placing bill dates in the next billing cycle so they can catch/charge customers at the old more expensive rate. AGLC ACCOUNT # ********** METER# ***************************** ACCOUNT# *****************Business response
03/18/2024
Our company reached out to the customer to discuss his concerns. Unfortunately, after placing multiple calls and leaving voicemails, we were unable to connect with the customer. We will be happy to speak with the customer to discuss their concerns if they return our call.Initial Complaint
03/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I applied yesterday to switch service from Scana to GNG. They said I was declined with no explanation. I have an 812 fico score and zero missed payments on any of my accounts. I deserve an explanation because it can only be because of either stolen identity or age discrimination. Once again today they refused an explanation. This is important! I need to know what erroneous info they are seeing especially if its fraud. At this point they are guilty of fraud as far as I'm concerned.Business response
03/14/2024
We reached out to customer and discussed their concerns, and we consider this case closed.Initial Complaint
03/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Have been a customer for over 12 years. Recently we were defaulted into a variable rate plan during the highest usage, highest market rate month so our bill was about double previous years. I called and they eventually gave us a $200 credit on the bill in question and then moved us into a fixed rate plan. Great deal.However, the next month's bill is still almost exactly $200 more than it should have been. They explained that it could take 1-2 billing cycles for the fixed rate to take effect. So for these 1-2 billing cycles I could be paying over twice what I had been for the same usage in previous years. This is just bad business. I only ask that the adjustment be made immediately and we're credited for the difference.Business response
03/11/2024
Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer is satisfied and had no further questions for our company.Customer response
03/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ************** at the GNG corporate office was apologetic and took quick action to resolve this issue.
Sincerely,
***********************Initial Complaint
03/04/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Georgia natural gas is taking avantage of expired contracts and is gouging their customers for their gain. They notified me of my contracting ending via mail with 1 piece of paper. Must of been thrown out with the countless junkmail that GNG sends. My contract was for a gas rate of .69 cents per therm. This contract I signed took 3 months to be reflected on my bill meaning I had to pay an increased rate for 3 months for them to correct the price. The gas meter is still read each month however it takes 3 months for them to do the correct price per therm on my account. After my 6 month contract expired, the day after they put my plan on a variable rate which was ***** cents per therm. That is nearly a 3x rate. 2.98 to be exact. This caused me to have a $650 gas bill. When i called to settle with GNG the only help they would provide was a $20 credit only if I signed a contract. The kicker is that the contract price would take 2-3 months to be reflected on my bill. So as soon as my contract expired, the next day they were able to adjust my pricing to 3x more when they benefited. However when a new lower rate is agreed upon it takes 2-3 months to resolve. Its a very scum bag move of a company to **** money from their customers and its not a way to run a business.Business response
03/11/2024
Upon receipt of this complaint, we have made multiple attempts to contact the customer to discuss their concerns. If the customer should contact us, we will be happy to discuss their concerns.Initial Complaint
03/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Georgia Natural Gas has been charging my account at the highest rates despite me having signed a contract to enroll in a cost savings program that would give me the cheapest rate while keeping my bill affordable throughout the year. When I called recently to ask why my bill was increasing, the representative stated my account was not under an agreement and I was being charged at the highest rate. When asked to speak to a supervisor to explain my concern, he stated he could only look at adjusting my account for 90 days and my account has been at the highest rate for years. He said I "might" have received something in the mail about rates. When asked to escalate my call he stated he didn't have a telephone number or anyone above his rank to transfer me to. I'm seeking reimburse for being overcharged for years.Business response
03/12/2024
We spoke with the customer regarding their concerns. We let them know we would ********************** with our findings. We have made multiple attempts to contact the customer by phone and email. If the customer should contact us, we will be happy to discuss their concerns.Customer response
03/17/2024
Complaint: 21380772
I am rejecting this response because: this is untrue, a lie, I answered and spoke with an agent twice to no resolution. I did not receive any other call besides the two, nor have a received any voice recorded messages from missed calls. The agent stated that she would respond to BBB stating she was still looking into the complaint. The agent also stated she would include my response stating Georgia Natural Gas has not provided me with any concrete information to resolve my complaint.
Sincerely,
***********************Business response
03/18/2024
We have spoken with the customer and addressed their concerns. We consider this matter closed.
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Customer Complaints Summary
177 total complaints in the last 3 years.
48 complaints closed in the last 12 months.